Refund policy
Returns & Exchange Policy
We love jewellery and you come first! If your order doesn't win you over, you can request an exchange or return by following the conditions set out below.
1. Online Purchases – Right of Withdrawal
If you have made an online purchase, you have 14 calendar days from receipt of the order to request a refund to the original payment method, in accordance with current distance selling regulations.
For online orders, payment is captured when the order is dispatched. For click-and-collect orders, payment is captured when the product is collected in store.
To process the return, the product must be in perfect condition, showing no signs of use and properly protected for shipping.
2. Extended Commercial Policy
In addition to the statutory right of withdrawal, Cobalto Accesorios offers an extended commercial policy of 30 calendar days from receipt of the order or date of purchase for:
- Size or model exchanges.
- Returns via a no-expiry gift card.
- In-store exchanges.
Returns made outside the statutory 14-day period will be processed exclusively via a no-expiry gift card.
Refund returns falling within the statutory right of withdrawal must be managed remotely and sent, with prior authorisation, to the address provided by Cobalto Accesorios.
3. Personalised Products
Personalised or made-to-order products cannot be exchanged or returned, except in the case of a manufacturing defect.
4. Sealed Products
Some products, such as rings, occasion items or other particularly delicate products, are delivered with a security seal to guarantee they have not been used.
The classification of an item as an occasion product or particularly delicate item is at the discretion of Cobalto Accesorios.
To exchange or return an item due to size, model or change of mind, the product must retain its seal intact, and must also be in perfect condition with no signs of use.
If the customer expressly requests that the seal be removed or not applied at the time of purchase, it will be understood that they waive the right to exchange or return the item due to size, model or change of mind.
This condition does not affect the customer's rights in the event of a defective product or an error attributable to Cobalto Accesorios.
5. Defective or Incorrect Products
If you receive a defective, damaged or incorrect product, we will resolve the issue at no additional cost to you.
6. Conditions for Exchanges and Returns
To accept an exchange or return, products must:
- Be in perfect condition.
- Show no obvious signs of use.
- Retain, where possible, their original packaging.
- Have all security seals intact where applicable.
We reserve the right to refuse returns that do not meet these conditions.
7. Requesting an Exchange or Return
All returns must be authorised in advance.
To request one, please write to us at:
Please include:
- Order number.
- Reason for the exchange or return.
- Full name.
8. Return Address
Once the return has been authorised, please send the product to:
Cobalto Accesorios
Calle Pérez Bayer 7, bajo
46002, Valencia, Spain
9. Exchange and Return Costs
Shipping costs arising from exchanges or returns are the responsibility of the buyer, except in cases of defective product or dispatch error.
For orders that benefited from free shipping, €5 will be deducted as a handling fee in the event of a return.
Remote exchanges will incur a fee of €5, corresponding to the cost of shipping the new product.
In-store exchanges are free of charge. In-store returns will be processed via a no-expiry gift card, in accordance with our in-store policy.
10. Refunds
Once the product has been received and inspected, we will issue a refund to the original payment method, provided the return falls within the statutory right of withdrawal period.
Returns made outside the statutory 14-day period will be processed via a no-expiry gift card.
11. Click-and-Collect Orders
For click-and-collect orders, payment is not captured until the product is collected and inspected in store. For this reason, once reviewed and paid for in store, the purchase is considered an in-store transaction.
Purchases collected and paid for in store will be handled in accordance with our in-store policy: exchange or no-expiry gift card within the applicable period, except in the case of a manufacturing defect or an issue attributable to Cobalto Accesorios.
12. In-Store Purchases
For purchases made in our physical store, cash refunds are not available. You may request an exchange or a no-expiry gift card within 30 calendar days of purchase.
For any exchange or gift card return, the product must be in perfect condition, show no signs of use and, where applicable, retain its security seal intact.
Occasion items, rings or other particularly delicate products may only be exchanged if the security seal remains intact.
13. Christmas Campaign
Orders placed between 1 and 31 December may be exchanged or returned via gift card until 31 January.
Last updated: May 2026.